Better: Closed or Resolved

Clients are receiving responses to and closures of long-outstanding tickets. In the past quarter we’ve reduced the number of outstanding tickets by 15% (1500 tickets).

We closed several tickets because it was decided no resolution was ever going to be provided after the ticket was open for 6 months without the tier 3 or higher folks providing a single response other than, “Maybe we can look at it next week.” Hopefully these were not in this count.

On the other hand, an attempt at a fix for a critical bug may actually be tried? Right now we have one campus with about 1,500 students affected. Those numbers will bloom to 30,000 or more students by the start of Fall term.

9 thoughts on “Better: Closed or Resolved”

When I was the lead for a remote problem resolution team, one of our better people had statistics which were much better than he was (and he was pretty good), because in his spare time, he closed tickets that needed no work.

From his point of view, and mine while I was in that role, that was a good thing. Our numbers made management happy.

I was trying to be smart and only got halfway there. I was playing on the phrasing of debates where the question on the floor begins:”Resolved:” Then I took the three big words in your title, reordered them, moved the colon, traded out ‘or’ for ‘is’, and got “Resolved: Closed is better.” If I had to argue one side or the other of that argument, I’d take the negative: Closed is not better. That’s true of so many things, including incidents.

A long explanation for what was supposed to be a snappy quip. Sometimes I should leave well enough alone.

(By the way, as more evidence that age has eroded my brain, until I saw the phrase in a comment, I thought your profile said you were an amateur epidemiologist. “Damn,” I thought, “Ez’s got guts.”)